| MAINTENANCE & MONITORING (Basic) |
| Perform daily backups. Database, LDAP, File Vaults and Configuration Files |
✓ |
✓ |
✓ |
| Monitor system availability. This includes ability to log into Windchill |
✓ |
✓ |
✓ |
| Monitor CPU, Disk and memory usage by Windchill processes |
✓ |
✓ |
✓ |
| Review and analyze all application and database logs for errors |
✓ |
✓ |
✓ |
| Run database diagnostics (Monthly) |
✓ |
✓ |
✓ |
| Monitor and maintain File Vaults |
✓ |
✓ |
✓ |
| Monitor performance and tune as required |
✓ |
✓ |
✓ |
| Maintain Principals and Cabinets |
✓ |
✓ |
✓ |
| Monitor and maintain LDAP database |
✓ |
✓ |
✓ |
| Install and test M0x-Release Patches as they are Released |
✓ |
✓ |
✓ |
| Install and test CPS0x Patches as they are Released |
✓ |
✓ |
✓ |
| Install and test SUP0x Patches as they are Released |
✓ |
✓ |
✓ |
| SYSTEM ADMINISTRATION (Priority) |
| Administration Support:
|
✓ |
✓ |
✓ |
Help Desk Support
- Toll-Free Call Number
- Help Desk Portal Access
- 24-Hour Emergency Support Available
- Live Support Agent
- Remote Assistance
|
✓ |
✓ |
✓ |
| Visualization Publishing Support and Administration |
✓ |
✓ |
✓ |
| Remote File Server (Replica) Support and Administration |
✓ |
✓ |
✓ |
| BASIC CONSULTING (Advisory) |
| User Interface Configuration |
|
✓ |
✓ |
| Workflow and Process Implementation and Configuration |
|
✓ |
✓ |
| Module Installation and Configuration (ProjectLink, SUMA, PartsLink, etc.) |
|
✓ |
✓ |
| Remote File Server Installation and Configuration |
|
✓ |
✓ |
| Visualization Services Setup and Configuration (Visualization Rules, Documents, addtl. CADWorkers, etc.) |
|
✓ |
✓ |
| ADVANCE CONSULTING (Business Class) |
| Workshops/Mentoring |
|
|
✓ |
| Process Evaluation, Design and Implementation |
|
|
✓ |
| Report Design and Presentation |
|
|
✓ |
| MIDAS (Meaningful Intelligence Dashboard Application System) |
|
|
✓ |
| WindAccess (Simple Search Interface for Windchill) |
|
|
✓ |
| Specific Project Tasks (TBD) |
|
|
✓ |
| BUSINESS ADMINISTRATION (ADD-ON) |
Windchill User Support
- Toll-Free Call Number
- Help Desk Portal Access
- 24-Hour Emergency Support Available
- Live Support Agent
- Remote Assistance
Manage and Support Principals
Manage and Support Products and Libraries
Manage and Support Teams
Manage and Support Templates (Contexts, Documents, etc.)
Manage and Support Objects and Types and Attributes
Manage and Support Access Control Policies |
Optional |
| CAD ADMINISTRATION (ADD-ON) |
CAD User Support
- Toll-Free Call Number
- Help Desk Portal Access
- 24-Hour Emergency Support Available
- Live Support Agent
- Remote Assistance
|
Optional |
| Offsite Backups (ADD-ON) |
| VMWare or Hyper-V |
Optional |
| Full Server Backups (Unlimited Data) |
Optional |
| Full Workstation Backups (Unlimited Data) |
Optional |
| Windchill Version Upgrades (ADD-ON) |
| Full Windchill Upgrades |
Optional |
| Windchill Hosting Services (ADD-ON) |
| Master Windchill Server |
Optional |
| Remote File Server Hosting |
Optional |
| SUPPORT HOURS |
| Emergency After Hours Support Hours |
Optional |
| 24-Hour Full-time Support |
Optional |
